Lead Trainer - Communication Skills

Lead - Trainer

Our story

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.”

Our Values:

Champion People – be empathetic and help create a place where everyone belongs.

Grow with purpose – Be inspired by our higher calling of improving lives.

Be Alight – act with integrity, be real and empower others.

It’s why we’re so driven to connect passion with purpose. Our team’s expertise in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life.

 With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work.

 Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight.

 Learn more at careers.alight.com. 

About the role

Communication Coach – This role is of a communication coach reporting to Manager, the candidate will be accountable for the implementation of training strategies, plans, and processes to meet business objectives and provide floor support on communication skills. The person would be responsible for coaching and development of team members specifically from communication skills perspective and driving positive culture in his/ her team.

High-Level Responsibility Areas

• Conduct New Hire Voice & Accent trainings covering soft skills (Accent neutralization, pronunciation etc.); Culture trainings as well as Customer orientation focus sessions (effective probing, comprehension, navigating through difficult conversations etc.)
• Conduct Training need Identification evaluation
• Perform call evaluations per defined targets & provide coaching support
• Planning & conducting refresher sessions including Floor support
• Support Hiring
• Participate in Calibration sessions with internal & external stakeholders
• Working with Operation Managers, Service Managers/Delivery managers for firming up on Quarterly key expectations on linguistics requirements
• Handle day to day batch management
• Measures pre and post-performance improvement of new batches as well as aligned colleagues from the businesses
• Use monthly mapping of monitored data/ colleague scores to create and execute a process specific floor support plan
• MIS & Data Management and timely reporting
• Answering Calls as per business requirements

Formal Education -

Graduate with relevant experience post-graduation (aggregate marks of >=45% ( No Gaps / Failure throughout Graduation)

Knowledge & Experience-

• Minimum 8 years of overall work experience (full time)
• V&A Certification from appropriate institutions
• Should have managed a similar profile as Communication coach/ linguistic trainer etc. in an international customer service environment
• Facilitation Skills: Should possess excellent facilitation skills.
• Coaching and feedback skills: should possess excellent coaching and feedback skills
• Aptitude towards Quality Control (maintain Quality as per client standards)
• Excellent verbal and written communication skills with least grammatical errors
• Knowledge of MS Office

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as a number of voluntary benefit options. 

By applying for a position with Alight, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background check consistent with Alight’s employment policies. Background checks may include some or all the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, credit check, and/or drug test.  You will be notified during the hiring process which checks are required by the position.

Our commitment to Diversity and Inclusion

Alight is committed to diversity, equity, and inclusion. We celebrate differences and believe in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful.

At Alight, we welcome and embrace all individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to thrive. Join us in building a brighter, more inclusive future.

Diversity Policy Statement

Alight is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national origin, ancestry, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state or local law.   In addition, we take affirmative action to employ and advance in the employment of qualified minorities, women, disabled persons, disabled veterans and other covered veterans.

Alight provides reasonable accommodations to the known limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting his/her recruiter.

Authorization to work in the Employing Country

Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the Employing Country and with Alight.

Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

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Experience Level

Senior Level